Determinants Of Performance Case Study

In the scenario provided, there are three determinants of performance that have been highlighted. These determinants usually expound on how an employee performance and how they behave while undertaking their daily routines. In this case, both Brian and Maria are sales people but it is clear they handle their customers differently, but they bring the same revenue to the organization. Performance is always determined by a combination of the three major factors, and the three determinants of the performance must always be present for one to reach a satisfactory level of performance. The below is a description of determinants of performance and the examples as per the scenario that has been provided.
Declarative knowledge; this is the …show more content…
It can also be said to be the factual knowledge and the information that a person knows regarding something. In this case, Brian has a declarative knowledge. Even though he engages less with the customers who come to shop, once he notices that they have shown interest in a particular product, he walks to them and offers to help and provides answers to all the questions that they may have. Brian knows every detail of all the products that they have in the store. He is very concise when it comes to communication and at times, all the salespeople always depend on him for answering the toughest questions that may arise. Therefore, such factors indicate that Brian has got the declarative knowledge for his work and, as a result, he is dependable when it comes to his job performance. The other important character about Brian is …show more content…
This determinant of performance has been exhibited by Maria in a number of ways. Despite the fact that she never underwent training like Brian, Maria understands the company’s vision, and she is known to be excellent with the customers. She perfectly understands how she is supposed to do with the customers and is always eager to attend to them. She also has an intuitive sense of what the customers are looking for and as a result, most of the customers that she has dealt with have given a positive review about her excellent work. One of the highlighted limitations of the procedural knowledge is its job-dependence and, as a result, it tends to be less general. In this case, at some point some customers have mentioned that sometimes Maria can constantly run off in the process of printing description of the products. At times, while, in the process of engaging the customers, she can start conversing with other sales associates and thus causing interruptions in the shopping experience of the customers. At times, she can also get late due to her excessive socializing and thus inconveniencing other employees on their shifts. Therefore, it shows procedural knowledge is good when it comes to enhancing customer experience since one is able to interact with the customers